Meeting and greeting all guests on arrival and departure with the General Manager and making sure they receive a personalized superior service during their stay. Leading the front office, PBX and concierge teams, hiring, training and scheduling,. Developing the forecast and budget , increasing revenues while maintaining labor and other costs. Attending all guest needs promptly, solving any possible issues and exceeding expectations.

Assisting the Front Office Manager/Hotel Manager with day to day operations, ensuring all staff is properly trained on systems, security and cash handling procedures and managing lobby/driveway traffic. Working closely with the Revenue Manager to make sure rooms inventory, overbooking situations and possible walks are correctly managed.

Managing day to day operations and sales at the Selenium Plaza location. Making sure tenants renew their contracts by providing them with the perfect office space, excellent customer service and after-sales services. Making regular sales calls to potential future customers as well as showing the office spaces to walk ins and telephone reservations.

Overseeing the Front Desk operations and acting as the manager on duty in the hotel when senior managers are not available. Managing the staff at the Front Desk. Interviewing, training and scheduling the staff. Handling all guest complaints maintaining a satisfactory impression with the guest on resolving any complaints. Managing all individual and group arrivals, rate codes, amenities, all related comments on the system. Ensuring that the hotel’s credit policy is adhered and all cash floats are immaculately maintained.

Managing the activities at the Front Desk during the overnight shift. Ensuring communications and follow-up with day shift on any problems, guest requests or special requirements. Resolving guest complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality. Reviewing late arrivals, next day early arrivals and departures to plan for the next day’s activities. Assuring that all financial and credit procedures are followed. Doing the night audit on Opera and printing/delivering all reports to related departments.

A 13 month program with a focus on Rooms Division. Trained in all departments of the hotel which enabled me to get a clear picture of how all individual departments rely on each other for the success of a hotel. Prepared detailed reports after each department and a final project on Rooms Division operations at the end of the program.